Where there is misery, there is also opportunity. Considering the dismally low levels of employee engagement in North America today, any company willing to take up the torch for improved employee communication might not have far to go to get ahead of their competition. It is likely that your own competition is at least partially asleep at the proverbial wheel — if your industry is typical — offering you an easy path to greater customer satisfaction.
It doesn’t take much
For some reason, I’ve been hearing a lot over the past years that customer service standards have been dropping a lot. Some might claim that I’m just getting grumpier as I get older, but in actual fact, it doesn’t take very much to satisfy me. A modest degree of politeness helps, but what impresses me most is when I deal with a customer service representative who knows what he or she is talking about.
You’ve been there. You’re getting expert service over the phone (or online) from someone you’ve never met or spoken to before, and they know all the ins and outs of their employer’s product or service. They have that level of capability that only comes from years with their employer plus the tools and information they need to do their job effectively and efficiently. A company can only offer its customers experienced support professionals if they have a high level of employee retention. In addition, the employee communication and information systems a support employee needs must be fully working and up-to-date.
Those two linchpin elements of excellent customer support — experience and empowerment — shine through every customer support call. Excellent customer support leads to happier customers. And happier customers give you more business.
It is a well known fact that retaining existing customers actually costs less than securing new ones, and customer support is a key ingredient to that customer retention.
Effective employee communication builds great employee engagement and employee retention. That is turn translates into improved customer support, and the consequent customer retention translates into greater revenue.
It all starts with employee communication.